Customer Support Agent

Location: Central London (Hybrid remote - 2 / 3 days a week in the London office)

Job Type: Full time (shift pattern working)

Compensation: £30,000 - £35,000

Why join us?

If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they’re hoping for. Each and every time.

Our Vita Mojo DNA

We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people.

💥Your Mission as a Customer Support Agent at Vita Mojo

At Vita Mojo, we’re transforming how restaurants leverage technology to enhance both operations and the customer experience. As a Customer Support Agent, you’ll be at the heart of this transformation, collaborating with top restaurant brands to help them fully utilise the Vita Mojo platform. Your role will involve answering product inquiries, gathering valuable feedback, escalating issues, and acting as the key liaison between our clients and our Client Success, Product, Design, and Development teams.

In this fast-paced, cross-functional role, every day will bring new challenges and opportunities. You’ll thrive in this position if you enjoy fostering client relationships, translating technical jargon for non-technical users, and deepening your expertise in the inner workings of the Vita Mojo platform. If you’re passionate about customer success and eager to become an indispensable resource, this is the perfect opportunity for you.

The day-to-day

Working in a startup means that things often change and we adapt to the growing and changing needs of the business, yet our primary focus remains the same - maintaining a world-class customer support experience and ensuring customers get the most out of Vita Mojo’s products and services. Reporting to our Customer Support Manager, your responsibilities will largely cover the following areas:

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  Customer Care- Taking ownership of customer queries and managing expectations at every stage to deliver impactful support. This ranges from prioritising quick responses via email and live chat to receiving customer calls and providing step-by-step guidelines for the resolution of complex issues.
  
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  Product support -You will have a deep understanding of our products and the ability to configure or troubleshoot a diverse range of customer queries from recently onboarded clients to more complex issues that existing customers may have.
  
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  Problem solving -You relish the challenge to investigate, diagnose, document, and prioritise customer issues, leveraging internal tools and escalation teams as necessary. This includes reproducing and documenting bugs for the Engineering and Product teams.
  
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  Operational excellence - You delight the customer with every interaction. You will have a strong pulse on identifying key findings and suggesting product and process improvements to continually optimise performance. This includes updating our internal knowledge hub with information about technical issues and useful discussions with customers. Sharing feature requests and effective workarounds with team members.
  
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  Key Performance Indicators - You enjoy taking ownership of driving performance metrics to deliver world-class service. Some of these include: customer satisfaction (CSAT), time to first response, handle time and ticket resolution rate.
  

About you

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  Previous experience -You’ve worked in a customer facing role, working with business critical software that is vital to day to day operations.
  
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  Customer focused - You have a passion for talking to customers all day, every day. You empathise with clients in a genuine way that lets them know you understand their pain points, how they use our suite of products and, more importantly, why
  
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  Communication - You’re an articulate communicator (both written and verbal). You enjoy crafting clear and concise messages to customers and internal stakeholders alike with the ability to adjust the level of technicality based on the end user.
  
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  Technically proficient - You genuinely enjoy technology and have the ability to grasp complex concepts relating to Vita Mojo’s Operating System.
  
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  Time management - You’re able to balance multiple priorities while working in a high volume environment.
  
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  Problem solving - You are naturally curious and embrace the challenge of solving problems, both with software and soft skills. Learning from previous obstacles and maintaining a proactive approach to anticipate future problems and act to mitigate their effects.
  
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  Resilient - You’re able to stay focused, adapt and persevere in the face of obstacles.
  

It will be a bonus if you:

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• Have previous experience in a customer support role within a B2B software company
  
• Have previously worked in hospitality
  
• Have previously used Zendesk or Salesforce in a support capacity
  
• Have a basic understanding of web technologies (HTML, CSS)
  

🌟 Our Schedule 🌟

We're all about flexibility and collaboration! This is a full-time role, working five days a week on a rotating shift pattern. Here's what that looks like:

🕕 Early bird? 06:00 - 15:00
☕ Mid-morning groove? 09:00 - 18:00
🌙 Night owl? 14:00 - 23:00

You'll also join the weekend crew roughly once every six weeks, keeping things running smoothly while the rest of the world relaxes.

It's all part of delivering an awesome experience while keeping that work-life balance in check!

Work perks and benefits

🏆 We pride ourselves on our fantastic open, honest, inclusive culture that we have built, and continue to build. 🏗️

As a testament to this, Vita Mojo has secured a place as the UK’s Number 1 startup to work for by Tempo.

💻 Your tech kit. We want to supply you with the best hardware to get the job done. We will set you up with your basic kit when you start and anything else you need once you have some time to get your feet on the ground.

🏡 Work from home kit. When you join we’ll work with you to understand your work from home needs, and get you set up to be your most productive while working from home.

🌵 Your work environment. Our bright and spacious offices offer lots of natural light, a jungle of plants, and different spaces to relax and focus on what you need to do.

🍑 Food and drink. We stock all the coffee and tea you can drink when in the office and we’re never without snacks!

💗 Your development. We have found that Mojis who thrive at Vita Mojo embrace a growth mindset and are proactive about their development, find ways to contribute and grow in non-linear (and linear!) ways. We offer support with your development to gain the skills, knowledge and relationships you need to soar, whether at Vita Mojo or later on in your development journey.

🌴 Your holidays. We believe in finding your work life alignment and want you to take advantage of your 25 days of leave, plus public holidays. Your holiday allowance increases after each complete calendar year of service, up to 28 days.

💚 Carer’s Leave. We understand life happens and you may need to take some time to support your loved ones. Whether that be looking after your sick dog, friends or family members. We offer one week (5 days) paid leave to all Mojis.

🐣 Welcoming a child into your life. We have enhanced Parental leave policies! Parental leave is offered to all Mojis after 3 months at the company. Parental leave is the collective term and includes maternity, paternity, adoption leave and surrogacy. Our leave policy is meant to help you navigate through this time as successfully as possible.

We recognise both the primary caregiver (the person who spends most time with the child) and the secondary (typically this is the non-birthing parent). Primary caregivers receive full pay for the first 16 weeks and 50% pay up to week 32.

Secondary caregivers receive full pay for the first 4 weeks and an additional 2 weeks after 36 months of continuous service. It's up to you when you start your leave, we are here to support you through the whole process.

🤒 Your health. We offer 12 days of full pay health leave.

🥳 Your birthday. We love celebrating birthdays, whether through baked goods or gifts, and you also get the day off on (or around) your birthday every year.

🍾 Your social spirit. We love socialising with our fellow Mojis, whether through monthly drinks in the office, quarterly offsite socials (both virtual and in person), celebrating milestones, or anything else that comes up, we enjoy hanging out with each other!

🐶 Dog friendly. We love our furry friends who visit the office! Calling all responsible pet owners to join us! 😊